Telkom making Clients go around neighborhood locating a Telkom pole for Fibre Installation

My hubby Is due for an upgrade, so when the consultant contacted him, and informed him of available packages, he went with unlimited Fibre, contract was agreed upon and billing structure was sorted. We were informed that a tech from Open Serve would come through to install the cables. Today the guy comes to our home to install, and tells us the Telkom pole is in the neighbors yard, and we should go speak to him about the use of the pole. I don't understand what kind of nonsense this is. Since when must we, as paying customers go liase with other people over usage of something that belongs to Telkom?? Is this how Telkom operates? Is it my job to go around the neighborhood finding Telkom poles for myself now?? No guesses on what happened next, as the contract is now canceled, we do not have faith in Telkom and would rather look into other companies that value their customers.